Lead, AI-Driven Technical Support Operations

Studycast; Raleigh (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Core Sound Imaging is seeking a high‑impact Manager of Technical Service Operations who blends team leadership, data analysis, and process engineering to scale support in the medical imaging space. You will own the automation‑first operations and AI tooling roadmap, partner with Development and Product, and drive workforce planning, SLA management, and Voice of the Customer to shape service improvements.

This role requires 5+ years leading technical support teams in B2B SaaS, a track record of

Qualifications

• 5+ years managing technical support teams in a B2B SaaS environment with measurable SLA/CSAT improvements.
• 3+ years as a technical support representative in a B2B SaaS environment.
• Experience identifying and implementing automation or AI solutions to reduce manual workload.

Responsibilities

• Lead a team of technical support specialists, set KPIs, conduct 1:1s, and performance reviews with clear feedback.
• Develop onboarding plans to accelerate agent productivity and close skill gaps.
• Own the automation roadmap, deploy AI-assisted routing, self-service KB optimization, and measure ROI.

Skills

Team Leadership

Data Analysis

Process Improvement

AI & Automation

Workforce Forecasting

SLA Management

Customer Advocacy

Tools

Zendesk

Salesforce

Job description

Core Sound Imaging is seeking a high‑impact Manager of Technical Service Operations who blends team leadership, data analysis, and process engineering to scale support in the medical imaging space. You will own the automation‑first operations and AI tooling roadmap, partner with Development and Product, and drive workforce planning, SLA management, and Voice of the Customer to shape service improvements.

This role requires 5+ years leading technical support teams in B2B SaaS, a track record of